Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Screen was repaired on 9/14/2022 for $321.49. Claim was submitted with servify who services claims for ******************* Coverage is for $100 reimbursement with $25 deductible. After submitting claim thru App, they requested information such as, name, addr, and phone no. There is no way to submit this information via the app. Upon checking my spam folder I realized they had sent me email requesting the same info. I immediately contacted them via phone and they asked to resubmit. After this I have resubmitted the claim 4 times and everytime same issue, get email requesting info, I submit and they say I didn't send. In fact the receipt i uploaded on the app has the information they request. See my attachment. Finally I have no option but to contact BBB to look into servify practices.

  

  Business Response

  Date: 01/09/2023

  Dear BBB,
  
  We have received the customer details required for the claim and the claim will be processed further. We will update the customer through email accordingly.
  
  Regards
  Team Servify.
  
  
  
  

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm having issues with ******* care+ (servify )and their insurance that is through servify. I've been in contact for many weeks with runaround and lies. I have called multiple times as well as emails since Dec 10 2022. It was die to me mistakenly canceling the insurance in which I immediately called same day. They said they'd reinstate it with the new replacement device they sent but all I get is lies. I have all email proof. All they needed to do is transfer the insurance after reinstating it with the new imei abd they have done nothing but give false promises.

  

  Business Response

  Date: 01/04/2023

  Dear BBB,
  
  As the ******* care+ plan was cancelled and it could not be reactivated from our end so we've spoken to the ******* team and they'll contact the consumer directly about what is required to reinstate their subscription for the customer account.
  
  Regards
  Team **********************.
  
  

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (2) ***** T20 tablets and 2 year full protection plan serviced through Servify. A claim was finally made under reference ID: WJSVDXGEOBZ9.Initial email sent to (**************************************)- "I would like to speak to a manager today.I attempted to place a claim online for my ***** T20 tablet on 11/25/22. After entering all of the information and attempting to submit the claim, a message stating there are no repair locations near me showed up with instructions to call for further assistance.I called (11/25/22), spoke to a representative who stated he did not have access to see where the repair sites were located and he would place the claim for me. He stated I would receive an email on Monday with the claim information and how to mail the tablet for repair. I called twice today *******************/28/22, 3:03 pm CST), both calls were answered by a male named ***********. He stated he was from the ********* team and the "***** team" was not available to answer the call. Stated he could have them call me within 2-3 hours. I asked for an employee ID # or alternative way to identify him- he declined to give me any information. I asked to speak to a manager- his response- that his manager is the manager for the ******* team and would not allow me to speak to them.He gave me ************, he stated this was the *****'s team number, when I attempted to confirm the last 4 digits, he did NOT respond and when I called the number "welcome to ******* Wireless, check the number again" error message.Please educate me on how this representative from another team is going to have the "*****" team call me when he never asked my name, phone number, email or any other identifying information to confirm to the customer.Please have a manager respond to me."********************* 48 hrs) and told would need to wait for a response today or tomorrow. The tablet has been damaged for > 1 month and will likely take 2-3 weeks due to the holidays.

  

  Business Response

  Date: 12/20/2022

  Dear BBB team,
  We are looking into the concern. We have escalated this matter to the relevant team and we shall update the customer shortly. As per the latest update from the concerned team -A replacement device will be shipped out to the customer soon.

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I request the company email me to confirm they are following through with sending a replacement tablet and the timeline for estimated arrival.
  

   

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So the Date, I dropped it of on the 15th at a place called The Mail Room, in Marlton, **. I have a receipt. ******* sent an email stating they received the phone on the 18th. I called on the 19th, took 5 different people to finally get connected properly. My phone was around 40 days old, give or take a few days. My phone is a ************* 4. My screen, ON THE INSIDE MIND YOU, was damaged right in the crease. It actually made a cracking sound when I opened it. So obviously if thats the only damage, which it is, then i think thats 100% a warranty issue. They said they would not fix it and that they would be sending it back to me. Now its been since Tuesday that I said fine send it to me. Actually, I called and said, why wouldnt you me and ask if and since I have *******Care Plus, would you like us to send it to them?. Because I wouldve said yes. And the phone would be done and back in my possession already. But hey, who am I to say anything! Thats the first issue. The second issue. THEY STILL HAVE MY PHONE A WEEK LATER. Today is Monday Oct. 24th. Its my only phone. Ive called and emailed almost everyday and they couldnt even find my phone. It apparently was received by ******* Care Plus on the 19th as well. Figure that out?!?! Their supervisors are never available. I did speak with one supervisor who was not very helpful at all. He was the one who mentioned they would be shipping my phone back to me. This was on the 19th. Again, its still there, at *******. Sorry. Its just frustrating. Its a $2,000 phone. Brand new. Their reason for not allowing it to be serviced under warranty is that the phone has minor scratching on its exterior. Now the phone looked brand new to me and everyone else I showed. Again, ***** days old. In a case since the second I received it. I showed people bias and none bias. Thank you for any help. Hopefully I didnt leave anything out. Let me know if you have any questions! Have a good day!

  

  Business Response

  Date: 11/11/2022

  Thank you for contacting ******* Electronics ************** we appreciate the opportunity to respond to your inquiry.  ******* has reviewed **************** complaint related to his ******* ************* 4 phone.  Asurion is the administrator of ******* Care+ and we have provided the complaint for their ownership in all aspects of resolution and response.  Thank you for contacting ******* Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.

  

  Business Response

  Date: 12/02/2022

  Hi BBB team,
  
  Claim request ref number- FTJX3SNEHHYP ******* care+
  
  As checked the device was already dispatched through waybill number 1Z54V84A0221424975 *** and the same was delivered on 9th Nov 2022. We have arranged a callback from the concerned team for further assistance. 
  
  Regards
  Team Servify!

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 1st I filed a claim to replace my cell phone device due to malfunction. I was charged a 99 dollar deductible and was supposed to receive the phone within 3 to 5 business days. I received a device thats not the samen color on October 11th. I've contacted the company several times and I'm constantly being transferred and no one was unable to assist me. I asked for a supervisor but they keep telling me there's none available. I insured a purple zflip 4 phone. They was supposed to replace the same phone and sent the wrong one. I would like for them to refund me my deductible.

  

  Business Response

  Date: 10/12/2022

  Dear BBB,
  
  We are looking into the concern. We have escalated this matter to the relevant team and we shall update the cx shortly.